We have recycling set to just once a day (at 21:00), but there are times during the day I've looked at the web server and seen memory max'ing out. It runs like this for a while then we notice it freezes slightly and the memory drops back. Seems to me that IIS chooses to recycle even if not configured to do during the day anyway.

No doubt the landesk team have been in contact already. As a first stab I'd be looking in the event log on the server at the point when it recovers. They may be some clue in there. Is this ORacle or SQL Server?

did you have a stored procedure in your maintenance plan, that clears out the tps_user_session table? This is the table that grows daily and if very much users use the servicedesk, it grows very heavy!

We have seen this a while ago at one of our customers, that the iis runs in a timeout because the queries that runs on the tps_user_session table in the background take a few minutes and if the time was to long, iis said timeout...

There are some maintenance scripts in the community, that points you in the right way.

We occasionally still get locks on our database (7.3.2) although not as frequent now we've done a little toubleshooting.

The database would often freeze for upto 5 minutes unless I killed the offending lock, we narrowed some of this down in the past to users trying to perform seperate actions on the same record. For example, the first user making an assignment on the call and then the second user also making an assignment afterwards without the window being refreshed inbetween - the system didn't like that and would lock up each time - a bit of a tough one to track down at the time; we eventually disabled optional actions on locked calls due to these issues.

This may not be the cause of your particular issue but the symptoms sound very similar; does this happen at set times during the day or similar points or is it totally random? You've probably already looked into that but it could help to identify whether it's caused by a user, a query they're manually running or a scheduled one or resource issue.

It's really strange - we can't seem to find any obvious reason for this at all.

The query seems to run with no issues most of the time so is probably a symptom rather than cause - unless it is clashing with something. But we have seen the time outs at midnight when I was the only user! That probably rules out locked calls etc as well. But we've not seen this at all before 7.4.

We are running each site on only one worker process (as if we add more, the Save and Save & Close buttons often return you to the wrong place) but we tested it running on 4 processes and got the same freeze.

We run stored procs regularly to clear down tables/sessions but these all run in the small hours and none of our freezes have co-incided...

Not sure what to try now - all we can do is keep looking whenever we get a freeze and hope to spot something!

You could turn on SOAP and database access trace in TPS and leave it running? Depending on the load on the systems this could be quite a viable way to show what TPS was doing. Worth testing out first to check on load and also asking your support team what they think. Strange as it may seem we have found a small number of quite significant internal Oracle problems with 10G that are fixed in 11GR1 (supported) and others that are fixed in 11GR2 (not supported). These only arise depending on the platform used for Oracle, but if you are using 10G it might be worth looking at an upgrade if you were thinking of moving towards that version anyway.